This study aimed to monitor and analyze the response strategies used by the Palestinian Ministry of Education during the teachers' strike crisis during the study period from (1/2/2023 to 1/5/2023) on the Facebook page of the Palestinian Ministry of Education. The study was conducted in light of the situational crisis communication theory, and the researcher utilized a crisis communication model through social media to study the impact of message source and form on the acceptance of the strategies used by the teachers. The study also aimed to identify the emotions formed among teachers when exposed to messages based on the message form (traditional media, social media, oral communication without the internet) and the message source (from within the institution, from outside the institution) within response strategies. To achieve the study's objectives, the researcher used the “descriptive analytical approach”, which relies on both qualitative and quantitative methods. The researcher used content analysis as a primary tool to monitor and analyze the data related to the teachers' strike crisis in order to understand the response strategies. An electronic questionnaire was designed and distributed to a sample of teachers in the governorates of Nablus, Jenin, Tulkarm, and Qalqilya, where these governorates, like the rest of the West Bank governorates, witnessed strikes. A total of (318) responses were retrieved, equivalent to 85% of the sample size, to understand the teachers' acceptance level of the communication messages used during the crisis and to identify the emotions formed among them based on the source and form of information. The study concluded that secondary response strategies, according to the COPE model (2007), constituted (56%) of the strategies used, including reminder, commendation, and victim strategies, which are considered defensive response strategies. The acceptance level of the teachers was high when using oral communication and social media as a form of communication. Moreover, the acceptance level was high when using supportive strategies from an external source and adaptive and evasive strategies from within the institution. The study also concluded that the positive emotions formed among teachers were related to adaptive strategies through traditional media and supportive strategies from an external source. Among the most important recommendations are to activate the role of parent-teacher associations and the local community during strikes, emphasizing the importance of the external source in containing the crisis and urging them to visit striking teachers in schools to alleviate anger and negative emotions resulting from the strike crisis. Additionally, activating the role of public relations in crisis management and utilizing social media to read electronic emotions and comments to understand teachers' reactions to the strategies and modify them to reduce negative emotions and contain the crisis.

Title

Journal of Knowledge Management and Artificial Intelligence An International Journal

Publisher

Journal of Knowledge Management and Artificial Intelligence

Publisher Country

American Samoa

Indexing

Thomson Reuters

Impact Factor

0.5

Publication Type

Both (Printed and Online)

Volume

7

Year

2025

Pages

23-38